What do you get with Call Centre ACD that you don t get with a hunt group?

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1 BT Cloud Voice Call Centre Automatic Call Distribution What is it? Cloud Voice has a Call Centre ACD to distribute incoming calls from a single central phone number to multiple agents in a site. Incoming calls go to the next available agent, according to the Call Distribution policy that you ve configured (and regardless of their location). Call Centre agents can work from different geographic locations (they could be at home, in a remote office, or in an actual call centre; they can be anywhere with a connection to Cloud Voice). What do you get with Call Centre ACD that you don t get with a hunt group? On top of the hunt group features included in Cloud Voice, you ll also get - Uniform distribution of incoming calls to available agents Queuing of incoming calls that cannot be answered immediately (when agents are unavailable) Comfort announcements for calls that are queuing Music on hold for calls that are queuing Overflow to a given destination when the group is unable to answer ringing calls Deflection to a given destination outside of business hours in conjunction with the Auto Attendant and Time Schedule features Statistics ( ed to a specified address) British Telecommunications plc Page 1 of 13

2 Call distribution policies When an administrator creates a Call Centre distribution, they add agents to an ordered list. The order in which calls flow around the Call Centre agents depends on which Call Distribution the administrator opts for from these - Regular The call goes through the members in the order that they appear on the list until it finds someone who s free (or it reaches the end of the list without any joy). Circular The first person that the call tries to connect with is the next member on the list after the member who answered the previous call. So the calls hunt in a circle, eventually getting back to the first person on the list. Here s an example: You ve got four agents in your Call Centre, in this order on the list: John, Paul, George, and Ringo. When the first call comes in, John answers it. The next call comes in, and John and Paul are both free. But instead of the call going to John, it goes to Paul (because John answered it last time). The third call goes to George first but he s busy so it goes to Ringo. After that, the next call tries John first as we re back at the start of the list. Uniform Calls go first to the agent who has been available for the longest time. Simultaneous The call rings all available Call Centre agents at the same time. It connects to the first person to answer. If a call comes through when everyone in the Call Centre is already on a call, the new caller will go in to the Call Centre queue until an agent becomes available. Weighted The administrator can assign different weights to the agents in the Call Centre (using the Cloud Voice portal) so that people with higher weights take more calls. When a call comes in it will search for an available agent starting with those with the greatest weight. British Telecommunications plc Page 2 of 13

3 Call Centre functions Call queuing When all agents in a Call Centre are busy, calls will sit in the queue until an agent becomes available. Once a call is in the queue it will stay there until an agent becomes available (or the customer drops out) The call that s been waiting longest in the queue is always the first one to be answered when an agent becomes available You can configure the maximum length of your queue on the Call Centre profile page When the queue reaches the maximum capacity that you ve configured, any calls beyond that will hear the busy tone instead of being able to wait in the queue Comfort announcements These are the announcements you hear when you re stuck in a queue waiting for an agent. You can use the default announcements that come with the system or maybe better you can record your own through the Cloud Voice portal. There are three announcement options - Entrance announcement This is the welcome announcement that you first hear when you join the queue. Comfort announcement These are the occasional announcements that you hear while you re waiting in the queue. You can record your own through the Cloud Voice portal. On-hold music You can load your own music files to play while customers are on hold or you can use the default included with the system. No Answer Timeout If an agent does not answer a call, the No Answer Timeout will forward the call to the next available agent after the number of rings that you ve configured. British Telecommunications plc Page 3 of 13

4 Forward Call after x This is similar to the No Answer Timeout but instead of the number of rings, this works on the length of time that you ve configured. Guard Timer The Guard Timer is what you use to set your warp time. It s important to set a value for this in case the customer ends the call rather than the agent. If you didn t have a wrap time set, the agent could go straight into another call without realising it. Statistics Call centre and agent statistics are available daily, which you can automatically forward as a CSV file to two addresses. You can set the reporting interval to 15, 30, or 60 minutes. Real time call monitoring is not available. The statistics generated for each agent include - Number of calls received Average time on a call Time busy Time idle Number of calls not answered The statistics generated for a Call Centre group include - Number of incoming calls Number of calls queued Number of busy overflows Number of calls answered Average time with agent (talk time) Average time in queue Average time that agents were busy Average hold time before call was answered Because a call could start queuing at the end of one reporting period and be answered at the start of the next reporting period, it s possible for the same call to appear twice. British Telecommunications plc Page 4 of 13

5 How do I set up a new Call Centre? 1. Login to the BT Cloud Voice portal 2. Select Sites menu 3. Select Features from the menu on the left hand side 4. Select Call Centres 5. Click Add In the Profile Details section enter - Call Centre ID lower case; minimum of 6 letters and numbers no spaces or special characters Password minimum of 6 letters and numbers no spaces or special characters Call Centre name No special characters Calling Line ID first and last name This will display on the agents phones along with the incoming caller s CLI, if available, when the agent is presented with a call British Telecommunications plc Page 5 of 13

6 If you need a public number for the Call Centre, select one from the Directory Number dropdown list Set an extension number in the Extension field British Telecommunications plc Page 6 of 13

7 Select a Call Distribution policy <hyperlink to earlier section on call distribution policies) In the Queue Length box, type a limit for the number of calls the system will keep on hold in the queue waiting for an agent to become available British Telecommunications plc Page 7 of 13

8 Tick the Allow Callers To Dial Number To Escape From Queue & Follow Busy Treatment option to enable callers to leave the queue and follow the busy treatment rules (if checked, enter the Number To Dial ) Tick the Forward Calls After Wait Time option to allow callers to be forwarded to a defined number after a period of time spent in the queue (if ticked, enter the Wait Time and Forward To number) In the Feature Packages section select - Feature Package Select a feature package (optional) to assign to the Call Centre. Wallboard Tick this box to enable the optional Wallboard Application add-on (this may be a chargeable feature) British Telecommunications plc Page 8 of 13

9 In the Agent Settings section select - Allow Agents To Join/Leave The Call Centre Check this to allow agents to log in or out of the queue Allow Call Waiting Check or uncheck the Allow Call Waiting box so that agents can handle more than one call at a time, regardless of their individual Call Waiting status. Enable Calls To Agents In Wrap-Up State Check or uncheck the Enable Calls To Agents In Wrap-Up State box Disable Call Queuing When Not Staffed Use this to turn off the queue when all your agents have tootled off home After Call Automatically Set Agent State To Check or uncheck Automatically Set Agent State To and select the ACD state from the dropdown list Enable Maximum ACD Wrap-Up Timer Check or uncheck Enable Maximum ACD Wrap-Up Timer and enter the time in the minutes and seconds boxes British Telecommunications plc Page 9 of 13

10 Skip To Next Agent After Tick to automatically skip to the next available agent after a defined number of rings (if ticked, select the number of rings from the dropdown list) Click Save How do I set up announcements? 1. Login to the BT Cloud Voice portal 2. Select Sites menu 3. Select Features from the menu on the left hand side 4. Select Call Centres 5. Select the Call Centre you want to edit 6. To add to or change the announcements click Announcements in the Call Centre menu on the left The Announcements page is where you can configure entrance, comfort, and on-hold messages. Using your own message or music If you want to use your spoken word or music files, they must: Be in the format: CCITT u-law WAV with 8kHz, 8Bit, and Mono attributes Be less than five minutes long (for on-hold music Be smaller than 1 MB If you want callers to hear a message that you ve recorded and stored in a WAV format file rather than the default system message, then: 1. Tick the relevant checkbox: entrance, comfort, or on-hold 2. Select the Custom option 3. Click Browse 4. Select the file 5. Click Open 6. Click Save How do I assign agents to the Call Centre? 1. Click Assign Agents in the menu on the left 2. Select the agents from the Available Users table using their respective checkboxes 3. Click Add to move them to the Assigned Users table British Telecommunications plc Page 10 of 13

11 Agents in the Assigned Users table become part of the Call Centre. You can add agents in two ways: To add all agents: Click the Select all checkbox Click Add To add one or more agents Select the agent Click Add Click Save If you opted for Weighted Call Distribution, assign weights to the agents by clicking on Distribution Settings from the menu on the left. Adjust the agents weights to total 100% British Telecommunications plc Page 11 of 13

12 Enter a percentage into the appropriate field for each agent to determine the percentage of calls that each agent will receive. The total weight for all agents must add up to 100%. Click Save Setting up Call Centre statistics 1. Click Statistics from the menu on the left 2. Tick the Turn on Daily Reporting box 3. Set the Reporting Period from the drop down box:, 15, 30, or 60 minutes British Telecommunications plc Page 12 of 13

13 4. Enter at least one or two addresses 5. Click Save British Telecommunications plc Page 13 of 13